Refund and Returns Policy

 

At Zureox, our goal is to bring inspiring art into your space. We want you to be delighted with every canvas you receive. However, we understand that sometimes an item may not look exactly as you imagined.

This Refund and Returns Policy explains how we handle returns, refunds, replacements, and cancellations for customers in the United States.

1. Eligibility for Returns

We offer a 30-day return window.

  • You have 30 days from the date of delivery to request a return.

To be eligible for a standard return (e.g., change of mind, design or size does not fit your space), your item must meet all of the following:

  • Condition: The canvas must be in the same new condition that you received it – free from scratches, dents, stains, or any signs of use or modification.

  • Packaging: The canvas should be returned in its original packaging, including protective corners, internal padding, and bubble wrap where applicable, to avoid damage during return transit.

  • Proof of Purchase: You must provide your Order Number or receipt.

Non-Returnable Items

The following items are generally not eligible for return:

  • Gift cards.

  • Customized items, such as:

    • Canvases printed with your personal photos, or

    • Canvases with custom text or designs requested specifically by you.

Exception: Customized items that arrive damaged, defective, or incorrect due to our error are still covered. In those cases, please see Section 5 – Damaged or Defective Items.

2. How to Initiate a Return

To help us process your return efficiently, please follow these steps:

Step 1: Request Authorization

Before sending anything back, please email us at contact@zureox.com with:

  • Your Order Number, and A brief explanation of the reason for your return.

We will review your request and, if approved, provide you with:

  • A Return Merchandise Authorization (RMA) number, and the correct return address.

Please do not send items back to the manufacturer or facility address shown on the shipping label without contacting us first. Returns without authorization may be refused or delayed.

Step 2: Pack Your Item

  • Repack the canvas carefully in its original box and packaging materials (or equivalent protective packaging if the original is no longer usable).

  • Include a note inside the box with:

    • Your Name, and Your Order Number.

This helps us quickly identify and process your return.

Step 3: Ship the Package

  • Ship the package using a trackable carrier such as USPS, UPS, or FedEx.

  • We recommend keeping your tracking number and receipt until your refund has been processed.

3. Return Shipping Costs

Customer Responsibility – Standard Returns

For standard returns where the reason is not caused by Zureox (for example: change of mind, the artwork does not match your decor, or you ordered the wrong size):

  • The customer is responsible for the return shipping costs.

  • The original shipping cost (if any) paid on the order is non-refundable.

Our Responsibility – Errors on Our Side

If the return is due to our error, for example:

  • We sent the wrong design, size, or product, or There is a manufacturing issue not related to shipping damage,

we will either:

  • Provide a prepaid shipping label, or Reimburse reasonable return shipping costs if we request the item to be sent back.

For damaged or defective items, please see Section 5. In most damage/defect cases, you will not be required to return the item.

4. Refunds

Refunds are handled differently depending on whether the item is physically returned.

4.1. Refunds for Items Returned to Us (Standard Returns)

Once your authorized return is delivered to our US facility and inspected:

  1. We will email you to confirm that we have received your returned item.

  2. We will review its condition to ensure it meets the eligibility requirements in Section 1.

  3. If approved, your refund will be processed promptly.

The refund will be issued to your original method of payment. Please allow 5–10 business days for your bank or card issuer to post the credit, depending on their processing times.

If your return is not approved (e.g., item is used, damaged by customer, or returned without authorization), we will contact you with options.

4.2. Refunds for Damaged or Defective Items (No Return Required)

For items that are damaged or defective on arrival and do not need to be sent back (see Section 5):

  • Once we verify the issue by reviewing your photos and order details,

  • We will process either a Free Replacement or a Full Refund to your original payment method, according to your preference and the specific situation.

5. Damaged or Defective Items

We take great care in producing and packaging your canvas, but rare issues can occur during production or shipping.

If your canvas arrives damaged, defective, or with a printing issue:

  1. Please contact us at contact@zureox.com within 30 days of delivery.

  2. Include:

    • Your Order Number,

    • Clear photos showing the damage or defect and Photos of the outer packaging and shipping label, if possible.

No Need to Return in Most Cases

In most damaged or defective cases, you will not need to return the item. Our team will assess the issue from your photos.

After confirming the problem, we will offer you:

  • A Free Replacement of the same product, or

  • A Full Refund to your original payment method.

If, in rare situations, we do need the item returned for quality review, we will provide a prepaid return shipping label and clear instructions.

Customized items (e.g., your own photo or custom text) are also covered in case of damage, defect, or incorrect printing.

6. Exchanges

Because all of our products are made-to-order, we do not offer direct product-for-product exchanges.

If you would like a different size, design, or style:

  1. You may request a standard return for your original item (if eligible under Section 1), and

  2. Place a new order for the item you prefer.

This process ensures accurate production and tracking for every new canvas.

7. Order Cancellation and Modifications

We understand that plans can change.

  • You may request to cancel or modify your order within 12 hours of placing it by emailing contact@zureox.com as soon as possible.

Because we strive to produce and ship items quickly:

  • After approximately 12 hours, orders are typically forwarded automatically to our production team.

  • Once an order has entered production, we may no longer be able to cancel or modify it, even if your request is within the 12-hour window.

If your order cannot be cancelled and you no longer want the item, you may still be able to use our standard return process (see Sections 1–3), subject to eligibility.

8. Restocking Fee

Zureox believes in fair and transparent pricing.

  • We do not charge any restocking fee for returned items that meet our eligibility requirements outlined in this policy.

9. Contact Us

Company Name: Anexa LLC

Company Number: B20250322064

Address: 6286 El Paseo Dr San Jose, CA 95120 United States

Email: contact@zureox.com

Phone: +1 (669) 244-5004

Business Hours: We are available Monday – Friday 8:00 AM to 6:00 PM (Pacific Time, PT) to assist you with any inquiries.

Response Time: Our dedicated customer service team strives to respond to all inquiries within 12 hours during business days, ensuring prompt and reliable support.